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Accomplished Customer Success professional with over 10 years B2B and B2C software experience. Highly skilled at building and maintaining sustainable client portfolios that can achieve both short and long-term business goals. Proven track record combining sales, project, and client management SaaS experience with enterprise, mid-market, and SMB segments across a wide range of industries. Demonstrated success in offering tailored client solutions which build confidence and promote retention. Aptitude for driving consultative business value approach, resulting in frequent account expansion revenue. Adept at serving as first point of contact for clients, offering technical expertise and relationship management to ensure success.
Areas of Expertise:
• Customer Success Management
• Business Value Consulting
• Project Management
• CRM, Marketing Automation, & E-Commerce Platforms
• Technical Account Management
• Data Integration & Analysis
• Executive Relationship Management
• Customer Centric Solution Design
• Change Management
Accomplishments:
• Influenced $9.45M in renewal revenue and $475k in new business expansion revenue for Salesforce in 2021, while maintaining a 93% renewal rate across customers engaged compared to an 84% average, and a 4.9/5 average customer satisfaction rating
• Leveraged consultative advising as Senior Customer Success Manager at PERQ to upgrade 80% of clients to higher tier products through compelling and unique value propositions supported by data-driven analysis
• Spearheaded numerous Salesforce implementation projects for high profile client portfolio, including Lenovo, Philadelphia 76ers, NBC Golf Channel, Brookfield Properties, and SANS Institute